Group 2 • Diksha Singh 190101043 • Kritish P R 190101056 • Medha Bhattacharjee 190101061 • Niharika Bansal 190101070 • Sai Srivastav Thanneru 190101098 • Saurabh Warde 190101105 • Anantaraman L.M. 190103023 5 C Analysis Company Customers Competition Collaborators Context
• Founded in Pune in 1981 by 7 engineers • Companies In US • Established IT firms • Horizontal collabration wi • Challenges: and Europe Requiring like IBM & Accenture that th companies like Oracle Staying relevant • Reason for existence: IT solutions on moved "down" into IT and offering superior To provide various contract basis and BPO • The stakeholders value to the clients in business solution on and partners variety of Business contract basis at client's • Clients • Other Indian IT Firms that working together solution and enhancing facility requiring designing, moved "up" into complex talent managing and delivering and management • Companies like • Current services: complete software oriented activities Sygenta which widened • Social: Culture was 51 designated projects Infosys's problem deeply embedded in business solutions solving capabilities customer relationship. providing IT solution, • Firms requiring consultancy, management variety of business • Hardware providers • Economic: solutions etc. solution- and enablers Taxes, increasing Agrochemical firms, wages and inflation • Revenues telco clients, services affected the pricing increased from $121M in firms, industrial 1999 to $3090M in 2007 clients Eg. Syngenta, • Technological: PhonaVox, Staying relevant with • Net the constantly Profit Margin: 27.5%(2007) emerging technologies • Employees: 72,241(2007) • Legal: Keping in mind intellectual • No. Of Clients: property rights and the increased from 99 in 2002 constant challenge of to 305 in 2007 ensuring no4 IPR is infringed on SWOT Analysis Opportunity Threat • Revenue opportunity in transformational services • Competition from companies like IBM & Accenture • Business opportunities from emerging markets • Unavailability of good talent • Growing industry toward short term and multi source contracts
Strength Weakness • High Repeat business • High attrition rate among employees • Pioneer in global delivery model • Few clients trust Infosys with large, complex project in • High spends on trainings starting • High corporate governance standards • Employees are technically oriented not business • Successful track record of delivering projects oriented Role of RSC in Client Relationship
Client relationships are of utmost importance to Infosys’s future strategy
Creating transformational relations with clients
It captures the commitment between customer and the vendor company: relationship value, relationship strength, future value and growth.
It provided a mechanism to gauge the relationship’s success as well as the sustainability of that success in the future What does an RSC offer that is not already contained in the client’s SLAs? Sl.No SLA RSC 1 Performance is measured only with financial metrics Performance is measured by Relationship value, Relationship strength and Future value and growth 2 Does not include client feedback Includes client feedback 4 Reviewed almost every week Reviewed quarterly or semi-anually 5 Multiple SLAs per client account Only one RSC per client account 6 Did not give any recommendation for future It analysed past performance and gave guidelines to the future 7 Only the project information was required Required more information, time and trust from the client’s business 8 Metrics include quality, cost and time The metrics include quality, productivity, scheduling, cost, Clients increased product revenue and market share customer satisfaction, engagement, program were also considered management, technology expertise and domain knowledge Opportunities in building RSC Focus on understanding Possible additional the client business More direct connection revenue by extending needs by developing a with the boards of the this RSC to evaluate business oriented clients different suppliers for perspective of client’s clients problem
It provides an holistic Issues between Infosys The metrics were solution thus clients and client can be objective and tailor- looking for the same identified and resolved made for client’s needs welcome RSC Challenges Involved Expensive for both parties
Reluctancy in investment from Client side
Both client and EM team preferred traditional shift for change
It meant a cultural change from mentoring process to open and comprehensive process
Lack of proper metric in IT units at some client’s end and lack of support from client’s middle management
Lack of Innovation restricting the companies to bank upon the idea
Recommendations for RSC
Follow similar building process as BSC
Make it more business oriented rather than technology oriented
Introduce RSC at all management level to increase engagement with
clients
the clients that approached Infosys for transformative services should
be given the benefits of the RSC from the day the request is made.
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